Unclaim
Triggered when a ticket is unclaimed by a staff member
Event Type
"ticket.unclaim"Description
This event is triggered when a staff member unclaims a ticket, making it available for other staff to claim.
Payload Structure
Prop
Type
Example Payload
{
"type": "ticket.unclaim",
"payload": {
"ticketId": "TKT-1234",
"panelId": "support-panel",
"channel": {
"id": "1140972530400776294",
"name": "ticket-0001"
},
"creatorId": "713115896805064856",
"openDate": "2024-01-18T15:30:00.000Z",
"unclaimedBy": "280158289667555328"
}
}Example Usage
app.post('/webhook', (req, res) => {
const { type, payload } = req.body;
if (type === 'ticket.unclaim') {
console.log(`Ticket ${payload.ticketId} unclaimed`);
console.log(`Unclaimed by: ${payload.unclaimedBy}`);
// Unassign ticket in your system
await unassignTicket({
ticketId: payload.ticketId,
previousAssignee: payload.unclaimedBy,
unclaimedAt: new Date(),
});
// Add to unclaimed queue
await addToUnclaimedQueue(payload.ticketId);
}
res.status(200).send('OK');
});Use Cases
- Track ticket reassignments
- Monitor unclaimed ticket queues
- Analyze why tickets are being unclaimed
- Automatically notify other staff of available tickets
- Update ticket status in external systems